Citizen Centric Business Process: Empowering Citizens in Public Service design and delivery CiberDem & PRiSM joint research

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People

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Renata Araujo (Professor, UNIRIO)

Matheus Sell (Msc student)

Yehia Taher (Uversailles)

Context

Open and Collaborative Governments BPM, Collaborative Systems, SocialBPM

Organizational Transparency

BPM, enterprise architecture, transparency assessment and design, organizational transparency maturity model

Open Data & Governance

Interoperability, open data, linked data, governance in public organizations

Democracy & Digital Heritage

Digital memory, digital heritage

Virtual Environments for Social Innovation in Sports Innovation, Triple Helix, IT & Sports

Research and Innovation Center in Cyberdemocracy https://sites.google.com/site/ciberdem/

http://www.cockpit-project.eu/

Citizens Collaboration and Co-Creation in Public Service Delivery

http://www.prism.uvsq.fr/

Laboratoire d´Informatique - PRiSM

2010-2012

2009-2015

Introduction What is Public service ?

Ø Governments, including local municipalities, provinces and national public bodies, deliver public services to their citizens for their general interest.

Ø  Range from simple services such as publishing information to services as complicated as issuing passports, civil act certificates (birth, marriage, death), and, building/commercial activity permissions, etc.

Ø Public services typically rely on several cross-organizational business processes, transactions and resources

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Motivation

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Current public service design and delivery: Ad-hoc way

Problem statement (1/2) 1.  Public service still seen as a commodity, rather than something

profounder, a form of human interaction:

q  Public organisations still seek to deliver services for the lowest cost and maximum profit

q  Without explicitly consulting their citizens while designing their service offerings

→  This eats away at the fundamental purpose of public service: to provide support and to help people to live their life at their full potential

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Problem statement (2/2) 2.  There is still no common representation for public service:

q  Currently public services are created in ad-hoc way

q  Each service designer uses its own representation

→  Fragmented piece of services that they have limited value-added outside their own organisation

→  Integration, reuse, and assembly of services provided by external public organisation are then hindered

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Objective ‣ A systematic methodology empowering the citizen role in the

service design and delivery process ‣ Ultimate target:

o More adaptive services to the citizens' needs

o Better services which has a positive impact on the citizens’ life o  Improvement of the communication between the citizens and the

Local and Public Administration o Creation of ideal conditions for social activation of the citizens

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Motivation •  Electronic Governance as a

complex system

•  Integrating: •  social and participative processes •  public administration (processes

and services)

•  By means of: •  Technology •  BPM

•  Aiming at: •  Process/service co-design, delivery

& innovation

•  Buzzy words: •  Open/social innovation •  End-user information systems •  Ecosystems •  Business Process Sustainability •  Systems of Systems •  ...

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Viewpoint • Governance seen as:

•  Processes to be managed - Business Process Management (BPM)

•  Composed by services - Service Oriented Computing (SOC) and data (delivery) services

•  Citizen participation •  Process understanding •  Process flexibility, change & innovation

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Viewpoint 11

Clients/citizens

Processes C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports C arries  out  &  S upports

Organ

izatio

nal  e

leme...

Organ

izatio

na...

.

Graduate Program Graduate Program

Coordinator Secretariat

dentified thenecessity touse PROAP

Request PROAPuse

Analiserequest

Request notapproved

Requestapproved

Forward requestto the department

board

Check request

Bad request Goodrequest

Protocol request

Requestfilled

Graduate Programmember

Requestcorrection in the

requestCorrect request

PROPG Protocol

CorrectionDone

Foward process

Processforwarded

Sign process

PROPG

Pró-director

Execute PROAP cost

Forward requestto PROPG

Open process

Processopened

Departmentboard aware

of therequest

Process Model

Process/Service Management

Process-based interaction

Process Visualization/

understanding

Discussion visualization/

opinion mining

Process Analysts/Managers Organizations

Governance

The Problem of Governing Public Services

• Public services are •  Complex •  Large scale •  Difficult to understand/follow •  Non customized •  Obliged to be compliant with

regulations

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• Public services need to be: •  Running on the digital

convergence: •  Cloud •  Mobility •  Social platforms •  Big Data

•  Process/service flexibility/change/innovation

•  Social Participation •  Process Understanding •  Preserving compliance,

performance, quality, privacy

Scenario

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activities events rules

citizen

understand

change

Phases of a process: -  Design -  Configuration -  Instantiation -  Run -  Auditing

Flexibility mechanisms: - Defer – decide to decide later - Change – decide to change - Deviate – decide to ignore

Service providers

Only deals with workflow rules We should consider other business rules

The challenge

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•  Issues

•  How to support citizens understanding/visualization of the service/process operation considering different process phases (design, configuration, instantiation, run, auditing)

•  How to support citizens in process change decisions considering different flexibility mechanisms (defer, change, deviate) and different process phases

•  How to deal with different participation profiles in order to provide effective participation/innovation channels in process flexibility/change

•  How to suggest process flexibility decisions based on social opinion/process discovery

•  How to evaluate/preserve process compliance, performance, quality and privacy for each process change

Process Change/flexibility Scalable Sensible to social opinion Preserving performance, quality, privacy, compliance Explained to users

Solution Approach •  Support for citizen process

flexibility/change

•  Support for citizen process understanding

•  At different process phases

•  Allowing different change mechanisms

•  Focusing on: •  Process •  Events •  Rules

•  Using hybrid approaches: •  Declarative process definitions •  Imperative process definitions •  Semantics Of Business Vocabulary

And Business Rules (SBVR)

•  Considering •  Different participation levels •  Social content

•  Preserving •  Compliance •  Performance •  Quality •  Privacy

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Proposal •  Define a model to describe/translate processes/services in terms of process-rules-

events

•  Specify and build mechanisms to visualize/understand processes/services based on rules & events

•  Specify and build mechanisms to allow citizens to change process

•  Specify models for process change evaluation (performance, quality, privacy...)

•  Define ways for change evaluation visualization

•  Specify/build mechanisms to discover process based on the memory of changes/social opinion

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Starting points • CiberDem - UNIRIO

•  Social participation support •  Organizational Transparency •  Process communication/understandability

• PRiSM - UVersailles •  Process (meta)modeling, design, execution and composition •  Effectiveness and Quality evaluation of services operation •  Context-aware monitoring and adaptation

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Expected Outcomes •  Artifacts

•  Define model(s) •  Define visualization mechanisms •  Build tools •  Case studies

•  Research areas/domains to be improved •  Electronic Government/Democracy/Participation

•  Citizen empowerment •  Transparency – process understanding •  Flexibility – process change

•  Effective ways for citizen engagement

•  Service Oriented Computing •  Service management – rules+events+flow •  Service compliance, cost, performance,

privacy and quality

•  Business Process Management •  Hybrid descriptions – declarative + imperative

processes + SBVR •  Process understanding

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Ongoing work •  Use of declarative languages/sbvr to provide process definitions

understandable and changeable by citizens •  Issues addressed:

•  Define a model to describe/translate processes/services in terms of process-rules-events

•  Specify and build mechanisms to visualize/understand processes/services based on rules & events

•  Specify and build mechanisms to allow citizens to change process

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Publications •  ARAUJO, R. M. ; TAHER, Y. ; HEUVEL, W. V. D. ; CAPPELLI, C.

Evolving Government-Citizen Ties in Public Service Design and Delivery. In: IFIP EGOV Conference, 2013, Koblenz. IFIP WG 8.5 s working conference on EGOV, 2013. v. 1. p. 19-26.

•  ARAUJO, R. M. ; TAHER, Y. Refining IT Requirements for Government-Citizen Co-participation Support in Public Service Design and Delivery. In: Conference for E-Democracy and Open Government, 2014, Krems. CeDem 2014. Krems: Donau-Universität Krems, 2014. v. 1. p. 61-72.

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